Account Verification Quiz II

10 Questions

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Account Verification Quiz II


Questions and Answers
  • 1. 
    Barbara Jackson is calling because she wanted to register her husband’s account to our Winter Promotion. She have Mr. Jackson’s member number. What procedure will you follow? 
    • A. 

      Verification Light with Barbara and register the account to the promotion

    • B. 

      Request to speak with Michael, follow standard verification and register the account to the promotion.

    • C. 

      Standard verification with Barbara and register the account to the promotion.

  • 2. 
    Kimberly called claiming that she's from Training Department of Choice Corporate Office and she'll be conducting a training with you. She asked you to pull up her member number and asked you to go to the page where you'll be adjusting points. What procedure will you follow?
    • A. 

      Transfer the call to Customer Relations

    • B. 

      Have her verify the account and proceed with adjusting her points.

    • C. 

      Transfer the call to Resolutions Desk

  • 3. 
    Christian Grey called because he cannot access his wife’s account online. He is asking for his wife’s online username and password. What verification type will you use?
    • A. 

      Verification Light with Christian, provide the online username and send password reset link.

    • B. 

      Standard Verification with the account holder, provide the online username and send password reset link.

    • C. 

      Standard Verification with Christian, provide the online username and send password reset link.

  • 4. 
    Jennifer Smith is calling to merge her husband’s accounts. She gave you her husband’s name and both member numbers. The names and addresses are identical. However, you noticed that the emails doesn’t match. Jennifer said that her husband is sitting next to her and he can give you both emails. What procedure will you follow? 
    • A. 

      Standard Verification with Jennifer, update the email and send merge request.

    • B. 

      Verification Light with Jennifer, update the email and send merge request.

    • C. 

      Have the account holder verify the account, update the email and send merge request.

  • 5. 
    Norman Black is calling to update the email on his account. He gave you his member number, complete name, address and email. However, the email he gave you didn’t match the email on file. He said that he can’t remember his old email addresses. How many secondary information will you ask to proceed with Email Change Request? 
    • A. 

      1 Secondary Information

    • B. 

      2 Secondary Information

    • C. 

      3 Secondary Information

  • 6. 
    Johnnie Walker’s wife, Amanda Walker, is calling to check her husband’s point balance. She said that she doesn’t have her husband’s member number because Johnnie lost his card. You were able to pull up Johnnie’s account using his phone number. What procedure will you follow to assist the caller? 
    • A. 

      Request to speak with the account holder, follow standard verification then provide their point balance and member number for future reference.

    • B. 

      Ask for the Full Name, Address and Email on the account then provide their point balance and member number.

    • C. 

      Ask for the Full Name, Zip code and phone number then provide their point balance.

  • 7. 
    Bruce Wayne is calling on behalf of his wife. He said that he would like to get his wife’s member number because he will book a reservation. You were able to pull his wife’s account using her phone number but when you asked if the account holder is available, Bruce said that she’s at work. What would you do? 
    • A. 

      Follow Standard Verification with Bruce and give the member number.

    • B. 

      Follow Verification light with Bruce and give the member number.

    • C. 

      Advise Bruce to have the account holder call us so we could give the member number.

  • 8. 
    Anne Curtis is calling to update her email on file. After pulling up her account, you noticed that there’s no email on her account. What are the information that you need ask to complete the verification and proceed with adding her email address?
    • A. 

      Full Name, Address, 1 secondary information

    • B. 

      Full Name, Address, 2 secondary information

    • C. 

      Full Name, Member Number, Zip Code

  • 9. 
    Chris Evans called because he forgot to attach his wife’s member number to their reservation. What verification type will you use? 
    • A. 

      Standard Verification with Chris and attach his wife’s member number.

    • B. 

      Verification Light with Chris and attach his wife’s member number.

    • C. 

      Transfer the call to General Reservation.

  • 10. 
    Ronald McDonald is calling on behalf of his wife because they accidentally deleted their $50 Amazon Digital Gift Card email from their inbox. He asked you to resend the digital gift card to the email address on his wife’s account. What Verification type will you follow? 
    • A. 

      Verification Light with Ronald, call SST and ask them to resend the Digital Gift Card

    • B. 

      Standard Verification with the account holder, call SST and ask them to resend the Digital Gift Card

    • C. 

      Standard Verification with Ronald, call SST and ask them to resend the Digital Gift Card